IT Support Technician

Who We Are

Join a rapidly growing company revolutionizing the transportation industry! Founded in 2013, Cargomatic powers local freight with the first and largest digital marketplace for local trucking. Our proprietary AI-enabled platform uses real-time location data to match cargo space and drivers to shippers with freight to move, creating capacity on demand. 

At Cargomatic, we are committed to finding new ways to solve complex, real-world problems for our customers. Our approach enables our employees - at all levels, in every role -  to thrive in an environment of intellectual curiosity, where people are passionate about what they do and support each other to get the job done. Visit www.cargomatic.com to learn more.
Position Summary:
The IT Support Technician plays a key role in supporting end users, maintaining IT systems, and assisting with both on-site and remote troubleshooting. From managing user accounts to configuring devices and solving network issues, this role requires strong technical knowledge, adaptability, and excellent communication skills.

Candidates typically need a basic understanding of operating systems (e.g., Windows, macOS), networking fundamentals, and common software (e.g., Microsoft Office, Google Workspace). Strong problem-solving skills, attention to detail, and the ability to communicate technical concepts to non-technical users are essential. 

This role functions in a dynamic, fast-paced environment that may require shift work. The primary focus is on minimizing system downtime and maximizing user satisfaction. Experience with ticketing platforms such as ServiceNow, Zendesk, or Jira, along with remote desktop tools, is highly beneficial.

Key Responsibilities:

Technical Support & Troubleshooting

• Provide first-line support for hardware, software, and network-related issues.
• Troubleshoot system errors and assist users with technical challenges.
• Resolve issues related to operating systems (Windows, macOS) and common applications.
• Troubleshoot issues and help implement Company software such as Okta, Kandji, Intune, Google Workspace, Slack, Zoom Video, Zoom Phone, Microsoft Office, Crowdstrike, and Jira Service Management.

User Support & Customer Service

• Deliver exceptional customer service by responding to support tickets, emails, and calls in a timely, professional manner.
• Communicate technical information clearly to non-technical users.
• Follow up to ensure user satisfaction and resolution of issues.
• Maintain a courteous, helpful, and patient attitude, even in high-pressure situations.

Device Setup & Maintenance

• Set up and configure desktops, laptops, printers, phones, and other peripherals.
• Perform regular maintenance and updates to ensure device security and performance.
• Track and manage IT assets and inventory.

Account & Access Management

• Create, modify, and deactivate user accounts and permissions using systems like Active Directory and IdP
• Support secure access to resources via VPN, MFA, and identity tools.
• Follow IT security guidelines during all technical support activities.

Onboarding & Offboarding Support

• Set up new hire devices and access prior to start dates.
• Recover and reimage devices during offboarding.

 Documentation & Communication

• Document support activities, fixes, and processes accurately in the ticketing system.
• Contribute to knowledge base articles and internal documentation.
• Communicate effectively with team members, escalating issues when necessary.

Qualifications & Experience:

• Qualifications often include a high school diploma or equivalent, with an associate’s degree in IT or related certifications. 
• Entry-level experience (1-2 years) in a helpdesk or technical support role
• Strong understanding of Microsoft 365 and Google Workspace administration and support tools.
• Hands-on experience with Windows and macOS systems.
• Strong written and verbal communication skills.
• Strong troubleshooting and problem-solving abilities.

Desired Skills:

• Knowledge of cybersecurity basics and secure IT practices.
• Ability to work under pressure and manage multiple priorities simultaneously.
• Proficiency with IT service management (ITSM) tools and systems.
• Ability to collaborate with cross-functional teams to drive change and deliver results.
• Organized, detail-oriented, and capable of managing multiple tasks effectively.
• Excellent customer service and interpersonal skills.
• Ability to prioritize tasks and manage time efficiently.
• Problem-solving mindset with attention to detail.

Working Conditions:

• Work is typically performed in an office environment, with occasional site visits if applicable.
• Must be able to lift, carry, and set up IT equipment (up to 50 lbs), including desktops, monitors, and printers.
• Occasional travel between company locations may be required.

The target compensation range for this role is $50,000-55,000 annually. The actual base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and other factors permitted by law. Decisions will be made on a case-by-case basis. In addition to the base salary, this position may or may not be eligible for performance-based incentives.